You know what it’s like. You’re dreading it. You have to talk to someone and it’s likely to be difficult or even painful. You have to deal with someone whose behaviour is simply not up to scratch. It’s not going to be fun. Or maybe you have to help staff do things a little differently, or in some cases a lot differently.


If you don’t handle it well, you can end up with extra work, get stressed and ruin what could be otherwise be good working relationships. And you can look bad – and ultimately make the business look bad as well. If only there was a way out. If only there was a solution.


Well as luck would have it, there is. I’ve spent the last 40 years helping people deal with just these sorts of problems. I’m a speaker, trainer, coach and writer and help managers and staff:

1. Master tough conversations

because sometimes we need to speak up and say what needs to be said.

Some conversations are tough because, as much as you dread them, it’s your job is to ‘lay down the law’. Some are tough because it’s hard to know where to start. And once you get started it’s hard to keep them on track. And some are tough because they’re likely to be embarrassing, upsetting and even confronting. However, you can master them by: taking control of the conditions in which you have them; using Personal Conversation Scripts which are tailored to your specific needs; and developing your skills so you get the best possible result for all.

2. Deal with difficult people

because sometimes we need to step in when people don’t do ‘the right thing’.

People who are poorly behaved or difficult don’t just get on your nerves. They create extra work for you. They put you behind schedule and can even damage your reputation. They create stress for you and lower your morale. So I’ve developed a set of strategies which are clear, realistic and work in the real world where they’re supposed to. And they can be personalised to suit the particular problem and circumstances, and your individual needs. On top of that, rather than use old-fashioned role-plays, I use the more advanced technique of Agent-Provocateur Role-Plays.

3. Have people do their best

because sometimes we need to help people live up to our expectations.

We’re interacting with more people, in more ways and more often than we’ve ever done before. So it’s more important than ever to be on our best behaviour, cooperate with others and work as a team. But there’s a problem. Humans aren’t always good at it. They need help. And this is where I come. I’ve developed a system to help staff and the people they deal with to always put their best foot forward. It’s about getting people clear about our expectations and helping them live up to them. It’s about helping people work together in harmony and always do their the best.

Mark’s Blog